| Anchor | ||||
|---|---|---|---|---|
|
...
...
First check this FAQ and the other CRM Plugin Documentation. If you believe the plugin isn't functioning properly, check the plugin's "Error Log" setup screen for messages that explain what went wrong. If you need technical help, login to our support JIRA Jira server (you can create yourself an account) and refer to the the CRM Plugin JIRA Jira project to see if there are any existing issues related to your problem. If you don't see your problem discussed please either open a new issue or contact us directly. Our contact information can be found here. To help in debugging technical issues, go to the plugin's "Error Log" screen in JIRA Jira and change the logging level to include debug messages, perform a test that illustrates the problem, return to the "Error Log" screen and include all the messages from there in your JIRA Jira ticket or email.
| Anchor | ||||
|---|---|---|---|---|
|
JIRA Jira has a built-in plugin manager which displays when new versions of plugins are available. you can also Email us!
...
The CRM Plugin uses either a SOAP or REST API to make a network connection from your Jira server to your CRM server, allowing for a tight integration between JIRA Jira and CRM. Unless disabled in the plugin configuration, this connection uses an encrypted connection (SSL) to communicate with the CRM system. This ensures that requests ONLY come from the CRM user over an encrypted (SSL) connection between JIRA Jira and the CRM user's browser. There is no network connection made from the CRM server to your Jira server so firewalls used with your Jira server do not need to be changed.
...
Installation
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira and CRM systems work with the CRM Plugin?
The CRM Plugin works with the following editions/versions:
Atlassian JIRAJira, version 4.0 or newer
- Salesforce Enterprise, Unlimited, and Professional Editions
- SugarCRM, version 5.1.0a or newer
...
There are no changes required to the CRM system for the plugin to function, however there are customizations you will probably want to make. Most users choose to create custom fields in CRM to hold values from JIRA Jira instead of overwriting existing CRM fields, for example, this allows you to display both the CRM status and the JIRA Jira status in separate fields.
Many users also choose to create one or more custom buttons on their CRM screens to manually sync a CRM record to JIRA Jira or to link a CRM record to an existing JIRA Jira issue. See instructions for Salesforce or SugarCRM.
...
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira user account?
No, the plugin neither requires or expects this, but if any CRM users do have JIRA Jira accounts the plugin can recognize them when updating JIRA Jira by matching their CRM account email address to the email address used in their JIRA Jira account. For example, on the plugin's "JIRAJira/CRM Field Mappings" setup screen, you can map JIRA Jira fields such as "reporter" and "assignee" to a CRM field that contains a CRM user's email address (for Salesforce Case records this is usually "Owner.Email"). The plugin will use the email address from CRM to match an existing JIRA Jira account, in the event that no match is found, the plugin will use the mapping's "JIRA Jira Default Value".
| Anchor | ||||
|---|---|---|---|---|
|
...
The CRM account needs to have read access to whatever CRM fields you would like JIRA Jira to be able to read from and write access to the CRM fields you want JIRA Jira to be able to write to. For most users this will be at least Read access to the Account and Contact fields and Read/Write access to the Case/Bug fields.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira instance is located on our intranet and is not publicly accessible - Can we still use the CRM Plugin?
Yes, as long as your JIRA Jira server is allowed to initiate an https (port 443) or http (port 80) connection to your CRM server. The CRM server does not need to initiate any connections to your JIRA Jira server.
If your CRM users do not have web browser access to your JIRA Jira server, then you will not be able to make use of the JIRA Jira servlets in the plugin. These servlets are used to manually create, update and link to JIRA Jira issues using custom buttons you create and place on your CRM screens. This means you will be restricted to using the plugin's Cron Service (a background job that runs every minute on your JIRA Jira server) to copy new and changed data from CRM to JIRA Jira and will not be able to manually create or update JIRA Jira issues using custom buttons in CRM. This also means you are restricted to one-to-one links between CRM records and JIRA Jira issues, i.e. you will not be able to link more than one Case/Bug from CRM to a single JIRA Jira issue.
| Anchor | ||||
|---|---|---|---|---|
|
...
Use Jira's "Manage apps" admin screen to uninstall the existing version of the CRM plugin and then use Jira's "Find new apps" admin screen to find and install the latest version of the Goldfinger Salesforce plugin app from the Atlassian Marketplace. You will not lose any existing plugin settings or data by uninstalling and reinstalling the app.
For JIRA Jira versions older than JIRA Jira 4.4:
- Download latest JAR file
- Stop the Atlassian JIRA Jira service
- Copy the downloaded JAR file to your "<JIRA-HOME>\plugins\installed-plugins" folder
- Restart the Atlassian JIRA Jira service
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira at the same time?
If you follow Atlassian's upgrade procedure you'll be fine. Their instructions state that all your JIRA Jira plugins should be upgraded to a version that supports your target JIRA Jira version prior to upgrading. It's common though for users to upgrade after they first bring up the new version of JIRAJira. Normally this does no harm but in the case of JIRA Jira 4.4 you will loose existing CRM data from JIRAJira's database. You can upgrade from JIRA Jira 4.2 to JIRA Jira 4.4 but before you run JIRA Jira 4.4 for the first time remove version 3.3.4 of the CRM plugin and install the latest 4.x version of the CRM plugin. Note that it goes into a different directory than the older version. Version 4.x and later of the CRM plugin should be placed into your "JIRA-HOME\plugins\installed-plugins" directory.
...
No. You can even uninstall the plugin and re-install it and retain your settings. The configuration settings for the plugin are stored in a file in your JIRA-HOME directory named "crm-plugin.properties", as long as this file exists in JIRA-HOME the plugin will retain your settings.
Anchor i14 i14
10. Is there a way to backup or copy the plugin configuration settings to another
| i14 | |
| i14 |
...
Jira server?
Yes, just copy the file "crm-plugin.properties" file from one JIRA-HOME directory to another and either disable and re-enable the CRM plugin or restart JIRA Jira so the new settings file will be read.
...
This message indicates that the JIRA Jira Plugin Manager failed to properly install the plugin. Restarting JIRA Jira is the only known solution for this problem.
| Anchor | ||||
|---|---|---|---|---|
|
This message means you are using an older version of Java than required by JIRA Jira and the CRM plugin. See https://confluence.atlassian.com/display/JIRA/Supported+Platforms. You can see the current version of Java used by JIRA Jira by going to your JIRA Jira admin screen: System -> System Info and look at the value displayed for Java Version. Updating the version of Java you are using will resolve this problem.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira issue to more than one CRM record?
Yes. In JIRAJira, go to the plugin's "CRM Record Definitions" configuration screen. Edit the "case" settings, look in the User Interface Settings section for a setting labeled "Multiple CRM Linking". Uncheck this setting and save the change.
...
Usage
Anchor U0 U0
1. How does data get copied between
| U0 | |
| U0 |
...
Jira and CRM?
Once a JIRA Jira issue has been linked to a record in CRM, any changes made to the issue in JIRA Jira are immediately copied to the record in CRM. The CRM plugin does this by listening for JIRA Jira issue events and then copying the added or changed data to CRM using the CRM system's Web Services (usually using the SOAP protocol). There are two ways changes in CRM are copied back to JIRAJira, by enabling the plugin's Cron Service which will periodically poll the CRM database for changes and copy them to JIRA Jira and/or by using a custom button in CRM to sync specific CRM records to JIRAJira. A common configuration is to use a custom button to create JIRA Jira issues from CRM and then use the Cron Service to keep those issues up-to-date which you can do by configuring the Cron Service to only update issues (as opposed to creating and updating JIRA Jira issues).
It is technically possible to create code in most CRM systems that will automatically copy changes from CRM to JIRA Jira but that requires a fair amount of technical expertise with your CRM system and is beyond the scope of this documentation.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira issue why don't I see the plugin fields for the CRM Account, Contact or Case?
If you aren't seeing a particular field when editing a JIRA Jira issue it means your field isn't configured for the project or issue-type or screen that applies to that issue. If you are using a newer version of JIRAJira, when editing the issue try the " Where is my field ?" option under the "Configure Fields" pull-down menu. If you don't have this feature in your version of JIRA Jira you'll need to use JIRAJira's admin screens to make sure the custom fields you want to see are configured to apply to your issue's project and issue-type and that the field has been added to the the appropriate JIRA Jira screen. Refer to https://confluence.atlassian.com/display/JIRAKB/Custom+Fields+or+System+Fields+are+Not+Appearing+on+the+Screen
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira issue is created from a CRM record, which
...
Jira project is used?
You can choose to have all JIRA Jira issues created from CRM records to go into a single pre-defined JIRA Jira project by setting a Default Project on the plugin's "Initial Setup" screen, or the plugin can create issues is multiple JIRA Jira projects, you just need to configure a way for the plugin to know which JIRA Jira project to use.
When the plugin is not configured to use a Default Project, there are two ways to specify which JIRA Jira project to use for new issues.
- If you use a custom button in CRM to create new JIRA Jira issues, you can have the plugin prompt the CRM user for the JIRA Jira project and issue-type to use, it will do this whenever a project is not specified any other way.
- You can use the plugin's "JIRAJira/CRM Field Mappings" to map the JIRA Jira "project" field to a field in CRM and have the CRM user set this field to a value to indicate which JIRA Jira project to use. The CRM user could put the JIRA Jira project name or key into this CRM field or you could use the Value Translations feature on the "JIRAJira/CRM Field Mappings" setup screen to derive which JIRA Jira project to use based on a set of values in the CRM field. For example you could map the JIRA Jira "project" field to the Salesforce Case "Type" field and configure Values Translations to use JIRA Jira project "PROJ1" for Cases of Type "Bug" and to use JIRA Jira project "PROJ2" for Cases of Type "Other".
...
For example, if you are creating issues from Case records, edit the JIRA Jira custom field configuration for the plugin's custom field "Case" and set the field configuration context to only apply to specific projects and issue types.
...
The Jira documentation for this can be found at Configuring custom field contexts.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira fields from CRM?
Either create a custom field in CRM or choose an existing CRM field, map it to the JIRA Jira field via the plugin's "JIRAJira/CRM Field Mappings" setup screen. Then set its value from CRM before creating or updating a JIRA Jira issue via the CRM plugin. The CRM plugin creates or updates JIRA Jira issues from CRM by using its built-in JIRA Jira service (the plugin calls this the "cron service"). You can also use a custom button created on the CRM screen to invoke a servlet URL. The custom button can be used either along with the cron service or in place of the cron service. The instructions for creating the custom button in both Salesforce and SugarCRM can be found at http://doc.goldfingerholdings.com/display/CRMPJ4/03.+Documentation
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira?
The values displayed for the CRM plugin's Jira fields (Account, Contact, Case, etc.) are not actually stored in the Jira database so a normal Jira search on those fields won't work. Go to the plugin's "CRM Record Definitions" config screen in Jira and edit one of the record definitions, the CRM field names shown in the "Name Fields" setting can be searched using a JQL function. For example the JQL search expression Account in crmRecords("acme") will find all JIRA Jira issues linked to any CRM account where one of the name fields for the Account record contains the text "acme".
Be aware that this requires a network query from Jira to Salesforce for each Jira issue you are searching against so performance may not be acceptable if you are searching against a large number of Jira issues. An alternative is to use the plugin's "JIRAJira/CRM Field Mappings" to create a field mapping that copies the CRM "Country" field value to a Jira custom field and then you can perform a normal Jira search on that Jira custom field.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira and leave the others untouched (un-synchronized)?
Yes, in fact this is the most common and easiest way to use the plugin. Linking issues to CRM from JIRA Jira is done via the plugin's CRM fields (Account, Contact, Case, etc.). If you don't associate these fields with a JIRA Jira project then issues in that project cannot be linked to CRM and the plugin will ignore these issues. Also, from the plugin's "Initial Setup" screen you can set a JIRA Jira "project" to use as the default project and all issues created from CRM will be created in that project unless overridden by a project value from the CRM record.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira?
The Cron Service that the plugin uses to pull changes from CRM has an option to add an expression to the Where Clause of the SQL statement used. This can be used to only copy CRM records to JIRA Jira that meet a given criteria. This setting can be found when editing one of the plugin's CRM Record Definitions. For example, on the plugin's "CRM Record Definitions" setup screen edit the "case" record definition, in the "Cron Service Settings" there is an option labeled "Filter". You can place an expression such as "JIRAJira_Project__c='CRM'" into this setting to make the plugin only copy to JIRA Jira Case records which have the custom field "JIRA Jira Project" set to the value "CRM"
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira Issue to a Single Salesforce Case?
Yes, but you'll need to setup Salesforce to handle this. Follow these instructions
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira?
First make sure you have a field mapping on the plugin's "JIRAJira/CRM Field Mappings" setup screen that copies the Jira field "key" to a field in CRM, then create a custom Case field in Salesforce of type "Formula". Use this as the formula:
...
Replace "JIRA.COMPANY.COM" with the hostname of your JIRA server and replace "JIRA_KEY__c" with the name of the CRM field you are using to hold the issue key copied from Jira.
Anchor q24 q24
11. How are values in
| q24 | |
| q24 |
...
Jira Multi Select and Cascading Select fields sync'ed with CRM?
When copying a value from any of JIRAJira's multiple value fields, the values are made into a single text value separated by a delimiter (you can specify the delimiter to use in the Field Mapping). Likewise, when the value is copied back to JIRA Jira the value from CRM is broken up into separate values using the same delimiter and stored as multiple values. If any of the single values is not already defined as an option for the JIRA Jira field, the plugin will automatically add it.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira REST API to set values in the plugin's CRM fields?
JIRAJira's REST API can be used link a JIRA Jira issue to one or more CRM records by storing the CRM record IDs into the custom fields used by the plugin (Account, Contact, Case, etc.).
...
A utility program such as 'curl' that submits URLs to a web server can be used to change the CRM records that a JIRA Jira issue is linked to. Here are some examples curl commands for the Windows command line. Note that the JIRA Jira username, password, host name and custom field name will be different for each JIRA Jira system. The JIRA Jira issue being modified is specified at the end of the URL.
Link a
...
Jira issue to exactly one CRM record
curl -D- -u JIRA-USERNAME:JIRA-PASSWORD -X PUT --data {\"fields\":{\"customfield_10500\":[\"500C000000Ofx4gIAB\"]}} -H "Content-Type: application/json" http://localhost:8080/rest/api/2/issue/KEY-1Link a
...
Jira issue to 2 additional CRM records
curl -D- -u JIRA-USERNAME:JIRA-PASSWORD -X PUT --data {\"update\":{\"customfield_10009\":[{\"add\":\"500C000001CF78q\"},{\"add\":\"500C000001AFeFS\"}]}} -H "Content-Type: application/json" http://localhost:8080/rest/api/2/issue/KEY-1Unlink a
...
Jira issue from a CRM record
curl -D- -u JIRA-USERNAME:JIRA-PASSWORD -X PUT --data {\"update\":{\"customfield_10009\":[{\"remove\":\"500C000001CF78q\"}]}} -H "Content-Type: application/json" http://localhost:8080/rest/api/2/issue/KEY-1| Anchor | ||||
|---|---|---|---|---|
|
...
Jira and CRM?
When the plugin is setting the value for a JIRA Jira field that requires a JIRA Jira user account, first it will use the value from CRM to match a JIRA Jira account by username and if that fails it will try matching a JIRA Jira account by email address. It's unusual to use JIRA Jira usernames in a CRM system so normally an email address is passed from CRM to a JIRA Jira field such as "assignee" or "reporter" and the plugin will use the JIRA Jira user account that matches that email address.
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira issues and any object in CRM?
Yes. The default configuration is for the plugin to share data between JIRA Jira issues and Salesforce Cases (or SugarCRM Bugs). But the plugin can be configured to also share data between JIRA Jira issues and other CRM objects. The sharing of data between JIRA Jira and other CRM objects can be done in addition to sharing data with the Case (or Bug) records or in place of sharing data with the Case (or Bug) records. In short, you can link a JIRA Jira issue to one or more CRM objects of any type and then sync data between that issue and those records as you wish.
As an example let's say you want to link to and share data with a custom object you have created in Salesforce. You need to perform the following steps in JIRAJira:
- Create a JIRA Jira custom field of type "CRM Record Field" ("CRM Generic Field" in older versions of the plugin) and associate it with whatever JIRA Jira projects and screens you wish.
- On the plugin's "CRM Record Definitions" setup screen, create a Record Definition for your object and put the name of the custom field you just created in the "Custom Field Name" field.
- Specify the name of the custom object in the "CRM Object" field. Let's assume the custom object name is "My_Object__c".
- In the "Display Fields" field, use the "Select" link to the right to add one or more fields that you want to appear in JIRAJira.
- The "Record ID Field" should be set to the CRM field that contains the primary key for the CRM record, this is usually "Id" or "id".
- Set "Name Fields" and "Search Fields" to the CRM field that you consider to contain the name field for this CRM record. For many types of CRM records this field is called "Name" or "name".
- If your custom object supports comments and attachments then you can set the "Copy Comments" and "Copy Attachments" options to sync comments and attachments between a JIRA Jira and your custom object.
- You can change any of the other CRM Record Definition fields if you wish but the default values should be fine in most instances so go ahead and save the record definition. At this point you now have the ability to link JIRA Jira issues to CRM records in this CRM object.
- If you want the plugin to copy data between JIRA Jira and this CRM object, go to the plugin's "JIRAJira/CRM Field Mappings" setup screen and map one or more JIRA Jira fields to CRM fields in the CRM object. You can use the "Select" link next to the "Fields" field to popup a dialog that will let you browse all the available CRM objects and their fields. Note that you should not map the JIRA Jira custom field you created in step 1, that field is implicitly mapped to the id field of the CRM record, and will display the name fields from the CRM record after a JIRA Jira issue is linked to a CRM record.
Now in JIRA Jira when creating or editing an Issue, you can use the custom field for the CRM object to either search for and link to an existing record or create a new CRM record. Once a JIRA Jira issue is linked to records in your CRM object, the plugin will copy data from JIRA Jira to those CRM records based on the field mappings you set up. Note that you can control a JIRA Jira user's ability to create new CRM records in this object by an option in the object's "CRM Record Definition".
To copy data from this CRM object to JIRA Jira you can use either the plugin's cron service or custom buttons placed on your CRM screen (or both if you wish).
When the plugin's cron service is enabled, each time time it runs it will reference the plugin's "JIRAJira/CRM Field Mappings" to see which CRM objects to look at and sync changes from those objects to JIRAJira. You can control whether the cron service will create new JIRA Jira issues from new CRM records in each of these objects or if it should only update existing issues. You do this by editing the plugin's "CRM Record Definition" for that object and setting the option labeled "Create JIRA Jira Records".
To create a custom button in CRM for manually copying data from CRM to JIRAJira, in the definition for the button use the following URL. For details see instructions for Salesforce or SugarCRM. Change "JIRA-HOST.COM", "CRMTOKEN" and "My_Object__c" to the appropriate values for your system.
http://JIRA-HOST.COM/plugins/servlet/create-issue?crmtoken=CRMTOKEN&id=My_Object__c:{!My_Object__c.Id}
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira issue the CRM user who clicked the "Create/Update
...
Jira" button?
Add the argument "&reporter={!$User.Email}" to the end of the URL used for the "Create/Update JIRAJira" button in CRM. This works because JIRA Jira field values passed in the servlet URL override the plugin's field mappings. If you need, you can specify fields from the Salesforce user record of the currently logged in user other than "Email", for example "User.Username" can be used instead of "User.Email".
| Anchor | ||||
|---|---|---|---|---|
|
...
Jira, how do I control which
...
Jira user is used in the change history as the user making the change?
The plugin has a JIRA Jira field called "modifying-user" that is used to specify which JIRA Jira account should be used as the "author" of a change to JIRAJira. The modifying-user field can be set to either the user name or the email address of an existing Jira user account. For CRM comments and attachments copied to Jira, this value is usually set to the email address of the CRM user that made the comment in CRM (See next question below) and then the plugin tries to match a JIRA Jira user account to this email address. For the changes that appear on an Issue's History tab when viewing an issue in Jira, if you don't have "modifying-user" specified in the "JIRAJira/CRM Field Mappings" or on the URL used by the custom button in CRM then the plugin uses the value specified for the JIRA Jira "reporter" field.
For example, when using Salesforce, if you would like the modifying user in JIRA Jira to be the Salesforce user that last updated the Salesforce record then on the plugin's "JIRAJira/CRM Field Mappings" configuration screen, create a field mapping that maps the Jira field "modifying-user" to the Salesforce field "LastModifiedBy.Email". Or if you'd prefer to use the Salesforce user that clicked the "Create/Update JIRAJira" button on the Case screen, then modify the definition of that button so that the URL includes "&modifying-user={!$User.Email}".
...
First be aware that the author of any comment in Jira can only be set to an existing Jira user account. On the plugin's "Issue Options" screen there is a setting labeled "Use matching JIRA Jira users as authors", when this setting is enabled, the plugin will use the CRM email address of the CRM user that modified or created the comment in CRM and try to match this against the email address of an existing Jira user, if a match is found that user is set as the author of the comment in Jira. The next attempt to determine an author when using a custom button in CRM to sync comments from CRM to Jira, is to use the Jira username or address passed via the "modifying-user" field as described in the answer right above this question, and as a final step, the plugin will use any Jira user set on the plugin's "Initial Setup" screen as the Default Reporter. When none of these steps produce an existing Jira user, the comment is displayed as being made by "Anonymous".
...
Yes, the steps for syncing data from JIRA Jira to a non-Bug SugarCRM record (such as Case) are as follows:
- In Jira, on the plugin's "Initial Setup" administration screen, ensure the "CRM Custom Fields Case" field name is set to blank (this is really the Jira field name to be used for Bug records)
- On the plugin's "CRM Record Definitions" administration screen, edit the "case" definition and set it to use a Jira custom field, for example "Sugar Cases". You'll probably need to select "New Custom Field..." here unless you already have a CRM Record Id field to use.
- Edit the plugin's JIRAJira/CRM Field Mappings to map the JIRA Jira fields to SugarCRM case fields. You can use the "Select" link next to the "Fields" field to popup a dialog that will let you browse all the available SugarCRM objects and their fields, including any user defined fields.
- In JIRA Jira when creating or editing an Issue, use the custom field for the CRM object to either search for and link to an existing record or create a new CRM record. If you are using SugarCRM Cases instead of Bugs, hide the Bugs field on your JIRA Jira screens and use the custom field you created for Cases in its place.
When creating custom buttons on the SugarCRM detail screen as described in Using custom buttons in SugarCRM to interface with JIRAJira, the URL used for non-Bug records should be in the following format. The key difference is that the CRM record ID is prefixed by the object name (in this example "Cases").
| No Format |
|---|
https://JIRA-HOST/plugins/servlet/create-issue?crmtoken=TOKEN&id=Cases:{$fields.id.value} |
| Anchor | ||||
|---|---|---|---|---|
|
Jira custom fields can I sync with CRM?
JIRA Jira custom fields of the types listed below can be copied to or receive values from CRM fields. Other field types that contain text values will often copy from JIRA Jira to CRM and may work when values are copied from CRM to JIRAJira. Contact Goldfinger Holdings if you require support for a field type not listed here.
- Checkboxes
- Date Picker
- Date Time Picker
- Epic Link (JIRA Jira Agile)
- Labels
- Number Field
- Multi Level Cascading Select *
- Organizations (JIRA Jira Service Desk)
- Project Picker
- Radio Buttons
- ReadOnly Select List
Select List (cascading)*
- Select List (multiple choices) *
- Select List (single choice) *
- Text Field (multi-line)
- Text Field (single line)
- Text Field (read only)
- URL Field
- User Picker (multiple users)
- User Picker (single user)
- Version Picker (multiple versions)
- Version Picker (single version)
- CRM Record Field
- CRM Contact's Email Field
- Deviniti [Dynamic Forms] - Dynamic Cascading Select
*When a value being copied from CRM isn't already defined in JIRA Jira as an option for the JIRA Jira field, the plugin automatically adds the new value to the fields options list.
...
| Anchor | ||||
|---|---|---|---|---|
|
The CRM Plugin stores Salesforce record Ids in the Jira database (specifically as values for the plugin's custom fields, Account, Contact, Case, etc.). When Salesforce records are migrated to a new Salesforce Organization, these record ids change and all the link data used by the plugin is no longer valid.
To restore the link data, the Jira database has to be modified to replace each old Salesforce record id with whatever its new record id is after the migration. One way to do this is to create a list of all the old CRM record ids and their new ids, this list is then "fed" to some process that would update the Jira database. One way to obtain this list of ids is, prior to migration, create a new custom field in the Salesforce records being migrated and copy the Salesforce field "id" to this custom field, now after the migration, the new records will have the new record id in the "id" field and the old record id in the custom field. Alternatively, one could create a mapping of old ids to another unique value, for example Case Number for Cases would work, and then use this mapping to go from the old record id to the Case Number and from Case Number to the new record id. I'm sure there are other ways to build this list. Once you have such a list you then need to pick a way to update the Jira database, my preference would be to use a SQL client program connecting to whatever database is used with Jira and executing a SQL script (i.e. a list of SQL Update commands) that would update the table that holds the Jira custom field values.
...
| Anchor | ||||
|---|---|---|---|---|
|
Most likely you are sending the Case Id for a Case in one CRM system to a Jira server that is configured to connect to a different CRM system. For example, you may have the custom button in your test Salesforce system pointing at your production Jira system or vice versa.
Click on the custom button that is causing the error and look in the browser's location bar at the URL
...
hostname, make sure that is the
...
hostname for the correct Jira system, then log into that same Jira system using an admin account and look at the plugin's "Initial Setup" screen
...
. If you have more than one CRM system defined on the plugin's "Initial Setup" screen, your URL in CRM needs to indicate to the plugin which CRM connection to use. Check that your URL in CRM includes an argument named "_crm" that is set to the name of the CRM connection. There is an example of the URL labeled "CRM Button URL" for each CRM system you have defined in the plugin.
Once you are sure your custom button URL is using the correct Jira hostname and the correct CRM definition on that Jira system, look at the CRM Connection settings for that CRM system definition, that Salesforce Username and URL should go to the same CRM system you were in when you clicked the custom button that caused the error. You may want to manually log into CRM using the same credentials on that "Initial Setup" screen to make sure.
Although not as likely, there is one other possible cause of your error message and that is that the CRM Username you are using on the plugin's "Initial Setup" screen does not have permission in Salesforce to read the CRM record being synced to Jira.
...
Procurement
| Anchor | ||||
|---|---|---|---|---|
|
The CRM Plugin is priced per year and the license agreement includes 12 months of support and maintenance. Maintenance includes upgrades and updates, and support is provided through email, our customer-focused JIRA Jira instance, and by telephone or screen-share meetings when needed. The cost is listed below.
- $3,200 per Salesforce or SugarCRM system when using JIRA Jira Server
- $4,800 per Salesforce or SugarCRM system when using JIRA Jira Data Center
- $4,500 per Dynamics CRM system when using JIRA Jira Server
- $5,800 per Dynamics CRM system when using JIRA Jira Data Center
| Anchor | ||||
|---|---|---|---|---|
|
...
We structured the EULA to be as simple as possible for our customers. The license allows our customers to install and use the CRM Plugin between one (1) instance of JIRA Jira and one (1) instance of your CRM system, irrespective of the number of users.
...